View Vacancy - PRO-CONSUL/ CASEWORKER (DEU21.356)/DEU21.355) FOR BERLIN AND DUSSELDORF

We are seeking two independent, dynamic and detailed oriented Pro-Consuls with prior experience in customer service, for the Consular Services in Germany, one position to be based at the British Embassy in Berlin and one position to be based at the British Consulate-General in Dusseldorf. The jobholder will play a key role in providing modern and efficient consular assistance and services to British people and support the Consular team in Germany, working alongside colleagues based at the British Embassy in Berlin, British Consulate-Generals in Dusseldorf and Munich, as well as other German speaking posts.

The jobholder would furthermore be expected to contribute to wider Consular objectives and the British Government’s Germany Network priorities and to support its positive working environment and actively participate in Learning and Development efforts.

The Consular team in Germany is part of the wider EuroAsia Consular region that includes thirty two countries. The British Embassy in Berlin and The British Consulate General Dusseldorf are part of a worldwide network, representing British political, economic and consular interests overseas.

What will be your key responsibilities?

Assistance

• Providing a high level of consular assistance and support to British people in a wide range of circumstances including hospitalisations, death, arrest, rape and sexual assault, missing persons, child custody and financial difficulties;
• Carrying out vulnerability assessments and providing corresponding assistance to vulnerable British people;
• Liaison with local contacts such as funeral companies, law enforcement authorities; courts, prisons, foreigners authorities as well as other key stakeholders, such as charities and support organisations in order to provide assistance to British people;
• Handling correspondence, telephone enquiries, counter appointments and services;
• Managing expectations of British people to what assistance they can expect according to circumstances; signposting of British people to the relevant information sources and creating awareness of their own responsibility;
• Participate in mandatory consular assistance training courses and workshops;
• Some travel may be required;
• Out-of-hours work might be required to assist extremely vulnerable British people (On rare occasions).

Administration

• Managing Consular fees and undertaking basic financial activities;
• Managing the online appointments booking system;
• Performing other administrative duties as required (e.g. processing lost/stolen/recovered passports and UK driving licences, recording death notifications;
• Printing and issuing Emergency Travel Documents, including stock responsibilities;
• Updating and maintaining the consular content on GOV.UK, in regards to service provider lists (lawyers, translators, funeral directors etc.);

Outreach and Prevention

• To develop and maintain a network of contacts with relevance for consular assistance and crisis related work, e.g. local authorities, NGOs, British Community groups and other stakeholders where necessary;
• To help organise outreach events and participate at other stakeholder events;
• To assist the consular network with the Prevention and Partnerships plan;
• To help identify and implement network/country specific prevention campaigns to change British behaviour abroad.

Crisis

• Take part in Germany wide crisis preparedness efforts and activities, e.g. table tops & semi live exercises, crisis hub training and crisis meetings;
• Deploying to support British people who have been involved in an large scale incidents or crisis;
• Assisting in Post preparation and response to large-scale events, responding to mass casualty incidents or crises. 

Corporate

• Participate in relevant corporate structures 1) as part of corporate responsibilities and 2) as part of personal development;
• To undertake other duties that may reasonably be required and which are in accordance with the grading and core competencies of the job;
• Having a sound awareness of the Consular Strategy and work in accordance with the principles set out within the strategy;
• Expectation to contribute to working and best practice groups.

• Excellent oral and written German and English (minimum of C1 level according to the CEFR framework*);
• Previous experience in a customer facing role and the ability to respond to a wide range of customer needs;
• Good communication, interpersonal and team working skills;
• Adaptability and a positive mind-set towards change and working as part of a wider team;
• Self-motivated and able to work effectively and proactively without close supervision;
• Flexibility, resilience, patience and the ability to confidently deal with difficult situations, including out of hours and in an emergency or crisis;
• Ability to display a high level of discretion and responsibility;
• Excellent organisational and time management skills;
• Excellent telephone manner and communication skills;
• Proficient IT skills, in particularly Office 365 applications.